Frequently Asked Questions

Popular questions

With CMB wallet you can use your local or another currency which works better for you to manage your bitcoins in a more convenient and easy way. You can choose the local currency in the Settings section of your account and your CMB wallet bitcoin balance will be additionally shown in the local currency equivalent.

Do I have to verify my CMB account?

No, you don’t have to verify your account. However, in this case some functionality is unavailable to you. The number of CMB cards that can be ordered and the card limits are confined. We suggest you to complete the verification procedure to take full advantages of the features that we offer.

How can I deposit funds to my CMB wallet with Bitcoin?

To deposit funds to your CMB wallet you need to:

Log into your account, go to the Deposit section and choose the “With cryptocurrency” option in the list of deposit options or just make a click on your wallet’s Bitcoin balance.

Your Bitcoin deposit will be available on your balance after certain confirmations from the Bitcoin network. While this transaction is not confirmed in the Bitcoin network it has a “Pending” status in your transaction history. As soon as it is confirmed, the funding is completed and you are free to make any transactions you want.

To receive payments from another user, just send your wallet address to the person who wants to send you funds. There is absolutely no risk in providing your Bitcoin wallet address which is a public address to other people, your bitcoins are securely stored at Crypto Merchant Bank.
You can view your wallet address by clicking your account balance.
In case you want to receive bitcoins from another CMB user you can also use your email or phone number linked to your CMB account as a receiving address instead of using your wallet Bitcoin address.

How can I transfer Bitcoin to another user?

To transfer funds to another user you need to:

Go to the Transfer section of your account and click “To another user” option in the list of funds transfer directions.

Enter the information required for funds transfer: email, telephone number or Bitcoin address of a user you want to transfer funds to and the corresponding amount of funds you wish to transfer, click the “Next” button.

Check the transfer details, enter account password and click the “Confirm” button to confirm the transfer.

You can view the transfer details in the history section of your account.

How can I transfer funds between my accounts?

To transfer funds between your balances or cards you need to:

Log in to your account and go to the Transfer section of your account.

Proceed to the Deposit section of your personal account, choose “With cryptocurrency” option in the list of deposit methods and get your CMB wallet Bitcoin address. You can also get your CMB wallet Bitcoin address making clicking on the Bitcon balance on the sidebar of your personal account.

Every time you use your Bitcoin address to make a deposit to your CMB wallet, the system will automatically replace it with a newly generated one to ensure the highest level of privacy and security. Although all the previous Bitcoin addresses remain connected to your CMB account and can be used on an equal basis for funds transfers with the new ones, we strongly recommend to use new Bitcoin addresses each time you make a new deposit.

How long does verification last?

Your verification request will usually be processed within 7-10 working days. However, in case we face with the high level of new users verification requests, the processing time might be increased. In case you experience a delay, that doesn’t mean there’s something wrong with your verification request. Please, be patient and check your email box and notifications in your account regularly.

How many CMB cards can I order?

Unverified users can order only one plastic or virtual CMB prepaid card denominated in USD or EUR. If you want to order more cards, please, make sure you’ve completed the verification procedure.
Verified users can order one plastic and one virtual CMB prepaid cards for each currency.

How to activate my CMB prepaid plastic card?

There are two ways to activate your CMB prepaid plastic card.

Use your CMB account: navigate to the card section of the menu and then click the “Activate” button or simply click “Activate” button on the sidebar. Enter last four digits of your card number and confirm your card activation by clicking the “Activate” button.

Call the telephone number +44 (0)13 4456 7413 and follow the instructions of the interactive voice adviser.

How to block my CMB card?

To block your CMB card you need to:

Log in to your account and navigate to the Card section.

Click the ellipsis button next to the card you want to block and then click the “Block” button.

Confirm the blocking of your card on the next step by clicking the “Confirm” button.

You can also block your card by contacting our support team at support@cryptomerchantbank.co or dialing +44 (0)13 4456 7413 and following the provided instructions.
After blocking you can reissue or unblock your card at any time.

How to change my account password?

After logging in to your account navigate to the Settings section and click “Account Password Settings” in the Security settings block. Enter your current account password and then the new one and confirm your password change by clicking the “Change” button.

How to change my CMB prepaid plastic card PIN?

You can change your CMB card’s PIN at any ATM supporting this function.

How to get a CMB card?

You can order your CMB card in a few easy steps:

Navigate to the Card section of your account and click the “Order” button near the card you want to order, or simply click the “Order” button on the sidebar.

Choose the type and address for delivery and set the access code for the card activation and click the “Next” button. If you haven’t provided the address information yet, you can fill in your address details at this stage.

Check the card order details and click the “Confirm” button.

Pay the card order by clicking “Confirm” on the next stage and finish your CMB card order.

How to get my CMB prepaid plastic card PIN?

To get your CMB card PIN you need to log into your CMB account and make a PIN request on the Card page or call the telephone number +44 (0)13 4456 7413 and follow the instructions of the interactive voice adviser.

How to load CMB сard using third party services?

If you are an avid user of various payment systems like PayPal and wish to fund your card using them – you have that option. Although, please keep in mind that each system may have its own certain standards and requirements.
We advise you to make sure that the selected system accepts CMB Card for funds transfers before you try to load it. Check the service’s fees, limits and all the steps of the procedure. CMB cannot guide you through the steps of any third party transfer procedure.

To avoid any inconvenience we inform you that if funds are received on an Unverified (KYC 1) card, these funds will remain pending and the card will be blocked from further usage until you are successfully verified. Therefore, if you are an unverified cardholder you should not attempt to load your cards by person-to-person payments, money transfers or loads to cards from third party services. Such transactions are allowed only for Verified (KYC 2) cardholders.

How to pay with Bitcoin?

First thing you’ll need to pay for your purchases or services with Bitcoin is to get a bitcoin wallet. Combining advanced security and ease of use, CMB wallet is a great solution for managing your funds in Bitcoin. You can register your CMB account and get your CMB wallet in a few easy steps here or find out more information about CMB wallet here.

Secondly, you need to deposit Bitcoin to your wallet.

And finally, in order to pay with Bitcoin, you need a Bitcoin address of a recipient or merchant who you want to transfer funds to or pay with Bitcoin. The process of paying with Bitcoin is similar to the process of paying someone using a bank transfer when the bank account number is used to specify the recipient of the payment. With CMB wallet you can even use the recipient’s email or phone number instead of Bitcoin address to make a transfer or payment even easier in comparison with the use of ordinary bitcoin wallet.

How to register a CMB account?

All you need to register a CMB account is an email address or phone number. Once registered, you can immediately receive or send bitcoins, order a CMB prepaid card and more.
In order to register CMB account just click the “Register” button in the top of the screen or click here and go through a few easy steps registration process.

How to reissue my CMB card?

To reissue your CMB card you need to:

Log in to your account, navigate to the Card section and click the “Reissue” button next to the card you want to reissue.

Choose the type and address of delivery and click the “Next” button in case you are creating a reissue order for a plastic card. Note: if the address you’ve filled in during the reissue procedure is different from the one you’ve verified, we will not be able to reissue the verified card. To reissue a verified card you need to provide the documents that confirm your new delivery address.

Check the card reissue order details and click the “Confirm” button.

Choose the balance to pay for the card reissue order and click the “Confirm” button to complete the reissue order.

How to set up IP whitelist?

After logging into your account navigate to the Settings section and then click “IP whitelist” in the Security settings block. Turn the IP whitelist switch on and specify the list of white IPs using the “Add” button.

How to set up Two-factor authentication (2FA)?

After logging into your account navigate to the Settings section and сlick “Two-factor authentication” in the Security settings block. You can turn on 2FA for logging into your account and/or transactions approve. To set up and enable 2FA you need the Google Authenticator application to be installed on your device. If you don’t have this application, you can always download it with the help of a link provided in 2FA Section in the Security settings block of the Settings section of your account.

How to turn Bitcoin into cash?

The most easy and convenient way to turn bitcoins into cash is to order a plastic CMB card. With a CMB card linked to your CMB wallet all you need to turn bitcoins into cash is:

Load your CMB card with bitcoins from the Deposit or Transfer section of your account.

Withdraw cash from your CMB card loaded with bitcoins, as if from any other plastic card using an ATM.

How to unblock my CMB card?

To unblock your CMB card you need to:

Log in to your account and navigate to the Card section.

Click the “Unblock” button next to the card you want to unblock.

Choose the way you want to confirm your card unblocking (email or telephone) and CMB system will send you a one-time code. Enter this code in the next stage and click the “Confirm” button.

How to verify a residential address?

To complete your account verification you need to verify your residential address by uploading one of the specified documents as a proof of address (POA) in the “Verification” section of your account. The following documents can be used as your POA:

bank statement;

utility bill;

tax return, council tax bill;

government-issued certificate of residency.

Please note: Driver’s licenses or ID cards will not be accepted as a proof of residential address. The documents submitted as your POA must be issued within the last 3 months and correspond with your name and home address. Тo reduce the processing time for documents issued in a language other than English, a certified translation is required (preferable).

How to verify an identity?

To complete your account verification you need to verify your identity by uploading one of the specified documents as a proof of identity (POI) in the “Verification” section of your account. A valid state-issued document with your full name, date of birth, photo and expiration or validity date is required as your POI. The following documents can be used as your POI:

international passport (double page);

national ID card (both sides);

driver’s license (both sides);

military identity card (both sides)

or any other document that complies with the indicated requirements.

How to verify my CMB account?

In order to get access to the verification process of your account you need to provide your personal and company details first. To verify your personal account you need to verify your identity, your residential address, your email and phone number. In case you’re applying for verification of a business account you’ll need to additionally verify your company credentials. All of the verification steps can be accessed through the Verification section of your CMB account after providing your personal details.

How to verify my email?

CMB system will send a one-time code to your email in order to verify it during registration or changing process. Enter this code into the required field and click the “Confirm” button. If you haven’t received the code, please check your spam folder. You can request to resend the code by clicking the “Resend code” button.

How to verify my phone number?

CMB system will send a one-time code to your phone number in order to verify it during registration or changing process. Enter this code in the required field and click the “Confirm” button. If you haven’t received the code, you can request to resend it by clicking the “Resend code” button.

What are the delivery times for a CMB cards?

Virtual CMB cards are issued instantly. For CMB plastic cards we offer Standard or Expedited Delivery. In case of standard delivery the tracking option is not available. The Expedited delivery is much faster, so that the delivery wouldn’t exceed 10 days and the tracking number option is provided.

The estimated delivery time for CMB plastic cards varies:

standard delivery within Europe – from several days up to 3 weeks (Eastern Europe).

standard delivery to countries outside Europe – from 2 up to 8 weeks.

expedited delivery around Europe – several days.

expedited delivery to countries outside Europe – Up to 7 days (in some cases it can take up to 10 days).

What are the fees and limits of my CMB prepaid card?

To find more information about CMB card fees and limits visit the Fees page on the website or Click the “Fees” section of the menu after logging into your account. The limits depend on your account verification status and can be exceeded once your account is verified.

What are the requirements for uploading documents?

The requirements for uploading documents:

copies of the documents should be in colour and uncut;

the text should be readable and clearly visible. If you upload a multipage document (for example, a passport), then one image should contain a page spread of the document (both pages of the document in one image);

you can upload both photos and scanned copies of the documents of JPG, JPEG, GIF, PNG, PDF formats with resolution of at least 300 dpi the size of which should not exceed 2 MB.

What is a security log?

Security log shows you the list of devices, which were used for logging into your account and the detailed information about your previous logins. We recommend you to check this list regularly to prevent any suspicious activity.

What is Bitcoin?

Bitcoin is distributed, worldwide, decentralized digital currency. Bitcoin is also a decentralized peer-to-peer network with no middleman or central authority, powered by its users. Bitcoin is the first digital currency accepted worldwide. There is no boundaries or limits for Bitcoin. You can learn more details about Bitcoin here.

What is CMB?

CMB is an online Bitcoin Wallet created by professionals in cryptocurrency and cryptography. CMB combines the services for buying, selling and storing your bitcoins with the ability to spend them anywhere where bitcoins or plastic cards is accepted. You can find more information about CMB here.

What is IP whitelist?

IP whitelist option helps to enhance the security of your account allowing to block the access to your account from unspecified IPs. If this option is activated, the access to your account will be available only on devices with IP addresses, which you added to your IP white list.

What is the difference between personal and business accounts?

There are several differences between personal and business accounts. Business accounts have all the benefits of the personal account plus additional functionalities such as mass payouts, additional deposit options and other which could be useful for corporate use. In order to verify your business account it is necessary to submit some company information such as company’s incorporation certificate.

What is the list of supported countries for CMB plastic and virtual cards issuance and delivery?

The CMB prepaid cards issuance and delivery is possible for the limited list of countries. If your country is not listed below we will not be able to issue and deliver CMB card to your country.

If your card is compromised, lost or stolen, immediately log into your account and block your card. You can also block your card by dialing +44 (0)13 4456 7413 or contacting CMB support team at support@cryptomerchantbank.co.

What type of cards does CMB offer?

Currently, we offer plastic and virtual cards. You can learn more about CMB cards on the Bitcoin card page of the website.

What types of accounts does CMB offer?

CMB offers Personal and Business accounts depending on your needs, purposes and specific of transaction.

Where can I spend Bitcoin?

Times, when it was possible to buy only a pizza for bitcoin, passed long ago. The global recognition of bitcoin increases every day and Bitcoin has become widespread since time it was invented. Nowadays, bitcoin can be used for almost everything we use fiat money for. It can be spent in a wide variety of places, both online and offline and can be used for buying goods, paying for services and entertainments, making donations, traveling as well as making international transfers.

CMB team do all the best to make bitcoin spending more convenient and easy for you. Using our wallet to buy or pay for something with bitcoin is as easy as sending email or SMS. Even in case you got used to spend your funds using plastic cards online or offline and want to spend bitcoin in a similar way, CMB will help you. You can order up to 4 CMB cards in various currencies linked to your CMB wallet. Convert your bitcoins into fiat currencies, load your CMB cards from your wallet and that’s it – spend your bitcoins wherever plastic or virtual cards are accepted without any boundaries and limitations.

Where can I use my CMB prepaid plastic cards?

You can use your CMB prepaid cards to withdraw cash at any ATM, make purchases at points of sale or online worldwide where plastic cards are accepted.

Why does my Bitcoin address change each time I make a deposit?

To provide you with the highest level of privacy we generate a new Bitcoin address each time you make a deposit, so your total balances can not be publicly visible and traced. All of the funds which have been transferred to one of the previously generated and used addresses will still be deposited to your wallet. However, we strongly recommend to use a new Bitcoin address each time you make a new deposit.

Will the funds be deposited to my wallet balance if the bitcoins are sent to one of my previous addresses?

Yes, your funds will be deposited to your wallet balance as each of previously generated Bitcoin addresses is linked to your account. However, in this case, your privacy level decreases, as the balance information and the transaction history can be viewed in Blockchain due to its open nature. We strongly recommend you to use a new Bitcoin address each time you make a new deposit.

* CMB Prepaid Cards are only available to existing customers and are not available in all countries. Please register or log in to your CMB account to determine eligibility for the card.